Not all IT providers are equal. Thanks to the recent wave of mergers and acquisitions, most systems used by wholesalers are now owned and managed by large multinationals – often from overseas, and rarely with any wholesale sector knowledge. Does that sound familiar?
As many operators in the UK can attest, the outcome of corporate acquisition is inevitably the ageing and generalising of software without a clear (or any) development roadmap, and an uncaring (often bot-based) service, coupled with unjustified annual licence hikes. But switching suppliers who ‘own your code’ isn’t an easy choice, and they certainly have no incentive to make it easy for you to leave.
To help, our Sales Director, Clive Mallender – who’s experienced takeover by a multinational, himself, and seen the issues at customer sites first-hand – has highlighted some key points to consider.
Independent leaders with vision
A ship’s voyage is only as successful as its captain’s ability to read the chart, the stars and the wind. They need a clear direction, strong navigation skills, and both the ability and determination to stay the course no matter the challenges en route.
It’s not so different in the stormy seas of the IT industry – which has lately seen independent specialists swallowed by a tsunami of corporate generalists. Any customer who’s been scooped up by these ‘tech tankers’ can attest to how they survive by rolling with the prevailing wind, responding to any lucrative opportunity or investor priorities. And in any focused business like a wholesale operator, the outcome has inevitably been the gradual dilution of the sector-specific sharpness of their business management systems.
So, if you want to see a clear course forward, select independent businesses run by strong leaders with a vision that aligns with yours, and an unwavering commitment to the UK wholesale sector.
A people plan
Great captains cultivate a great crew. They continuously invest in their people, and support them by investing in the best tools, systems and practices. They help them to grow within their business. And they foster a culture of excellence and teamwork.
All this generates the stability, deep experience and ‘can-do’ attitude that you’ll benefit from.
So, ask providers’ employees how long they’ve been there, how they’re trained, and how they’ll work with you. It’ll soon become clear whether they’re a committed crew or ready to abandon ship.
Customer-driven innovation
Just because suppliers have software for wholesalers, it doesn’t mean they understand the business of wholesaling.
Look out for those who don’t assume your needs but consistently collaborate closely with top operators to learn. STL runs regular ‘huddle sessions’ with the likes of Dhamecha and Parfetts to keep our portfolio evolving in line with wholesalers’ needs. It’s why our ERP solution is called ‘Evo’.
If your provider isn’t committed to investing in ongoing innovation, you could be left in an aging ship unable to withstand the changing trading climate.
Knowledge on the deck
The most respected captains started as deckhands.
Find a supplier whose help desk is operated by local people (rather than chatbots) with wholesale and/or IT skills – and that ensures they attend customer sites to see the software in action. That’s the only way they’ll truly understand how IT systems are used in your world.
STL’s help desk team has become the most accessible and responsive in the sector – because we all recognise what’s at stake if we’re not.
A systemised ‘How’
Tactics win races as much as vessels. So, seek a provider with clear installation processes.
The STL PRO rollout methodology was created through the experience of hundreds of projects, and the lessons they taught us. It ensures future projects are efficient and effective, yet its in-built agility enables it to adapt to the rhythm and resources of individual businesses.
Crucially, it ensures that ‘no sailor gets left behind’. We’ve learnt over the years that strategic IT systems only perform as well as the least engaged user, so it’s important that everyone is factored into a rollout – whether in telesales, order processing or checkout; accounts or picking.
A listening culture
Rollout efficiency also requires effective communications. As well as talking and transparency, that requires active listening.
And that means regularly showing up in person for face-to-face conversations on your site and asking what’s working – and what’s not.
You know better than a developer how the software performs in your business. So, partner with one who’s accessible in good times and bad, always willing to listen, learn and improve.
Likeable values
Strategic software is a long-distance voyage, potentially lasting decades. That’s a long time to be onboard with a crew you don’t like or trust.
So, importantly, find a supplier you like and that’s trusted by those you respect.
Using these markers to navigate your supplier course will help you set full sail for success.